The advancement of artificial intelligence has transformed various sectors, and the collection market is no exception. With the increasing number of indebted Brazilians – 73.51 million people, according to the latest Serasa survey – companies in the sector have been seeking solutions to optimize credit recovery without compromising the consumer experience. In this scenario, AI emerges as a tool for process automation, combined with more empathetic and personalized service.
"The digitization of the collection sector is essential for us to act more assertively and empathetically with consumers. Technology not only optimizes processes but also enables personalized service, respecting each customer's financial situation," says Thiago Oliveira, CEO of Grupo Ótima Digital, one of the largest messaging distributors in Brazil, telecommunications, CPaaS, and proprietary AI.
Through a humanized collection strategy combined with multichannel approaches, it is possible to reduce default rates and improve the relationship between companies and consumers. The use of chatbots, virtual agents, and intelligent platforms allows customers to choose the most convenient service channel, such as WhatsApp, SMS, email, or phone, ensuring a less invasive and more accessible process.
“Multichannel is essential for companies that want to improve their credit recovery rates without compromising their relationship with customers. Our goal is to transform debt collection into a more efficient and user-friendly process, allowing consumers to regularize their finances in an accessible and fair manner,” highlights the executive.
Among the channels used, WhatsApp has established itself as an effective tool within the multichannel strategy. With over 200 million active users in Brazil, the app ranked in the TOP 10 most downloaded in January 2025, according to AppMagic – which combined estimates from the App Store and Google Play stores.
Therefore, the platform facilitates direct communication between companies and consumers in the collection market, allowing the sending of reminders about debts and due dates, offering real-time renegotiation options, and sharing invoices and payment information. This format speeds up the process and makes the customer experience more accessible and less invasive.
“Artificial intelligence integrated into channels like WhatsApp makes service faster, more efficient and more humanized. The idea is that collections will no longer be seen as a negative process and will become an accessible solution for consumers to regularize their financial situation with peace of mind,” concludes Silva.
